Sir/Madam,

I already have an Airtel broadband connection by the name of Anantesh Pratap Singh (account number-15221264). Recently I applied for Digital IPTV connection. A sales person from your office came and got the form filled for the same on 18/11/09. Yesterday i.e on 20/11/09 the engineer came and found out that there was no Audio Video Port in the TV because of which the connection was not possible according to the engineer.

On enquiring with the engineer, I was told that it was the responsibility of the sales person to mention all the details about the instrument and also told that there is an option in the form where in he has to mention about the AV Port and other details. When the form was being filled by the guy, he was sitting in the area where the TV was around 5 feet away from him but he never bothered to ask me about the AV Port nor did he get up and check for the AV Port rather while he was talking to me he commented on the TV “Sir aap ka TV toh kafi old model ka lagta hai.” When the guy was knowing that it was an old model TV at least then too he could have thought of checking these few basic requirements for the connection. But because his priority was to meet his sales target he gave priority to booking the order instead of caring for my satisfaction.

This is the case when I am presently the customer of your company, I really don’t know how these guys treat the new customers.

Then after all this drama I called up the sales person, “Mr. Neeraj Kumar” who booked my connection. Then on conveying him all the problems he threw a very heavy bouncer on me by asking me, ”sir aap TV kab change karne vale hai” and I told him “abhi toh nahi” and here came the second “haa sir fir bataye kya kiya jaye” and as you can guess I had nothing to say. At last my dreams of watching ek ek bariki and clarity with the airtel digital TV ended and I opened my eyes and found an ambiguous situation before me where I didn’t have any clue nor did I have the answers to his two bouncers.

After his rude behavior(which I thought ended but was still to come) I asked him to get me in touch with his boss or any concerned person who can resolve the matter soon, he told me, “sir koi nahi hai, sir aap connection cancel karva do kuch ho nahi sakta.” Then I asked him to get it cancelled, and he conveyed me that “sir it will take 45 days to get your request processed” and it was obvious for me to ask him the reason for the delay. He told me “sir lagta hi hai ab mai kya karu isme” on which I responded “aap kuch na kare aap meri apne boss se baat karva de bas.” On which he said “voh toh abhi ho nahi payegi.” Luckily I had the company's engineer enjoying the whole thing and I told the guy that till I don’t get to talk to your boss I’ll not let him leave and which worked out for me. On this he told me “accha sir aap ko payment kal vapas ho jayega” which is today i.e. on 21/11/09 which I have still to watch if it really
comes back or not, but after that too I requested him to get me the same promise from his boss too. On which he called me back after 2 minutes and made me talk to his Territory Manager “Mr. Dig Vijay” who promised me the same thing and asked me to let the engineer go. On there words I let the guy leave my place.

Probably you are intelligent enough to understand my problems, but then too I’ll like to point out few issues:

1. When the form and payment is to be made on urgent basis before even starting any work for the connection then why is it not refunded on the same urgency?
2. If the work order from the company gets issued on the same day why is it that the payment is not refunded on the same day too?
3. If the connection gets installed in 2 days time then why is it that payment is not refunded in 4 days (reason to take 4 days is that if it takes 2 days to dispatch the order then why is there any reason not to get it cancelled within the same time period)?
4. Are you guys still thinking to keep on increasing your work force with the same persons like your sales guy and your territory manager (if answer is yes then please provide refund for my internet connection too)?
5. If your organization’s lead time is so less then why the hell is it that your refunding time is so high?
6. Do you guys think your organization, to be bigger than SEBI, BSE, NSE or RBI that it takes you 45 days time to refund a sum of Rs. 1750 to every person which is fixed for all where as the organizations above now take maximum of 10 to 20 days for providing refunds which are not fixed like Rs. 1750 for every customer?
7. Is your products rejection rate more than 5% per day that it is not possible for you to provide the refund in 2 days(you process 100% of your leads in 2-3 days but when it comes to refund which is merely 5% to 10% of total leads you take bloody 45 days to process it?

Answer to all my above questions:

Probably your workers are either over efficient or they are quiet dumb and just encasing your company.


Hope to hear back from your side by proving me wrong on the issues and the answers mentioned above by refunding my money in next two days and then replying to this mail.